2018 Offshore Higher Education Student Survey

Table of Contents Executive Summary ...... 3 Results ...... 7 Decision factors and influences ...... 8 Australian program choice ...... 9 Propensity to recommend ...... 10 What matters to students? ...... 10 Learning...... 11 Living ...... 12 Support...... 12 Future Plans ...... 13 Key messages ...... 14 Appendices ...... 15 1. Participating Australian institutions ...... 15 2. Offshore study locations ...... 15 Attachments ...... 17 Attachment 1: Australia Offshore 2018 National Presentation Report ...... 17

2 Executive Summary

In 2018, the Department of Education and Training supported a first-ever satisfaction survey for students enrolled offshore in higher education programs. The project was fully funded by the Enabling Growth and Innovation program. Eighteen Australian universities and one private non-university higher education provider participated, together with 43 offshore partner institutions (see Appendix 1). The survey captured responses from 8,342 students across 11 countries between April and June 2018. Not all students were citizens of the countries they studied in. In total, 72 per cent of student respondents were local and 28 per cent were from another country. Offshore programs included in the survey ranged from large branch campuses with thousands of students to niche programs with fewer than 100 enrolled students. Individual study location reports included benchmarking of results against programs of similar sizes and types, and against other programs in the same country.1 The survey investigated decision factors and influences underlying students’ decisions about where to study, with four main sections of the survey seeking responses on students’ arrival, learning, living and support experiences. Students were also asked about their plans for the future. Key findings of the survey were that reputation, family, friends and institutional websites are the key factors influencing prospective offshore students when they are deciding where to study. Students’ future plans were mainly focused on employment, although few (1%) were planning to pursue employment in Australia. Of the 23 per cent planning to undertake further study, just 5 per cent were planning to do that study in Australia.

Table 1. Key factors influencing offshore students to decisions to study an Australian courses and key sources of advice influencing that decision Decision factors Proportion of respondents A qualification from this university 97% Reputation of this institution 95% Earning potential of my chosen degree 95% Influences Proportion of respondents Family 46% Friends 38% Institution website 26%

Overall satisfaction scores were generally positive, with some variation between study locations noted in the report. A detailed PowerPoint based report of findings also accompanies this report (Attachment 1).

1 Country benchmarks were created where enough programs existed to maintain the anonymity and confidentiality of individual program results.

Headline Results

 8,342 students enrolled in 43 offshore programs of Australian higher education institutions responded to the offshore higher education student survey in 2018;

 Reputation, family, friends and institutional websites are the key factors influencing prospective students when they are deciding where to pursue higher education studies. This is true for students planning to stay at home to study a foreign degree as much as it is for students planning to study overseas; and

 Student satisfaction with how well their program is organised, including how well institutions assist new students to understand program structures, has a high correlation with students’ propensity to recommend their institution to others.

Introduction Australia has a long tradition of seeking to give international students opportunities to provide feedback on their study experience with Australian courses and institutions. This feedback from international students guides policy development and the feedback from students to the institutions they are enrolled with drives quality improvement in teaching and student support services. Since 2010, Australia has conducted an onshore international student satisfaction survey on a biennial basis. In 2018, this approach was extended to students studying Australian higher education (HE) courses offshore at locations including Malaysia, Singapore and China. This project was fully funded through the Australian Government Department of Education and Training’s Enabling Growth and Innovation program. Methodology This offshore higher education student survey project defined:  an offshore HE student as a person residing overseas and enrolled with Australian education providers and/or their partnering organisations delivering Australian HE programs; and  HE programs as programs leading to an Australian Qualifications Framework (AQF) qualification in the HE sector (award programs), as well as some non-award programs, delivered to students located in another country by public or private HE providers, through standalone or partnerships arrangements. For the purposes of this project, the HE programs considered were all delivered in the calendar year 2018. All Australian higher education providers were invited to participate in the survey. Eighteen Australian universities and one private non-university HE provider participated with the agreement of 43 offshore partners incorporating branch campuses, offshore partners and other providers delivering Australian courses2. These providers reported hosting 36,523 students enrolled in Australian HE programs or partnership programs across 11 countries – Singapore, Malaysia, China, Hong Kong, Mauritius, Sri Lanka, Papua New Guinea, Vietnam, Bhutan, New Zealand and the United Arab Emirates. All those students were invited to participate in the survey and 8,342 students responded representing a response rate of 23 per cent. Of all respondents, 72 per cent were local to the offshore locations they studied at, while 28 per cent were from another country. The 23 per cent response rate was similar to the 24 per cent response rate among students responding to the equivalent onshore international student survey conducted biennially in Australia. Only two of the 43 participating locations reported delivering courses to online students, which was not considered an adequate sample size for analysis as a separate cohort. Those online students were studying award courses.

Headline result 8,342 students enrolled in 43 offshore programs of Australian higher education institutions responded to the offshore higher education student survey undertaken between April-June 2018.

2 See Attachment 1 for details of all participating institutions and partners.

The 43 offshore study locations included six Australian university branch campuses and a range of partnership arrangements with foreign education providers. Program delivery arrangements were defined as follows:  14 niche programs 1-99 enrolled students  14 small programs 100-499 enrolled students  7 medium programs 500-1,999 enrolled students  2 large program s 2,000+ enrolled students  6 branch campuses3 as designated by the parent university Benchmarks for the measurement and comparison of satisfaction scores were established by program type, as above, and by country. Detailed findings are contained in the PowerPoint –based report at Attachment 1. The survey was conducted fully online between April and June 2018 and de-identified results were provided to participating institutions in November 2018. Full details of the survey methodology and data presentation, including the benchmarking approaches applied, are described in attachments to this report.

3 Curtin Mauritius; Curtin University, Malaysia; Curtin Singapore; James Cook University Singapore; Monash Malaysia; Swinburne University of Technology Sarawak.

6 Results

Seven headline results summarise the outcomes of the survey (Table 2): Table 2. Headline Results Respondent breakdown by country (local + non local to study location) Total Malaysia Singapore China Hong Other Offshore Kong Overall Satisfaction 86% 86% 87% 85% 85% 90% Arrival 91% 90% 94% 84% 93% 99% Learning 84% 83% 86% 86% 85% 90% Living 88% 86% 91% 87% 84% 90% Support 87% 87% 88% 91% 84% 89% Happiness 87% 86% 88% 88% 89% 93% Recommendation 70% 69% 67% 75% 67% 83% Number of respondents 8,342 4,220 2,445 715 248 714 Red cells indicate the lowest scores for each category and green cells the highest The ‘Total Offshore’ column provides the aggregate results for all 43 programs in all 11 countries. Only four country locations had sufficient responses to be reported separately (Malaysia, Singapore, China and Hong Kong). The remaining responses from the seven other country locations are aggregated within the ‘Other’ column. ‘Overall satisfaction’ provides the results in response to the question: “Overall, how satisfied are you with all aspects of your experience at your university?” For all offshore higher education students, 86 per cent of respondents were either satisfied or very satisfied with their experience. ‘Arrival, Learning, Living and Support’ summarise responses to one overarching question at the beginning of each section of the survey, for example: “Overall, how satisfied are you with the arrival experience?” In Singapore, 94 per cent of respondents were either satisfied or very satisfied with their arrival experience. Students were also asked how happy they were with their life as a university student so far. The happiness question is intended to provide some insight into students’ general well-being. The summary results in the table show that student satisfaction levels are generally high in the seven aggregated countries, although in most cases these are smaller programs where survey satisfaction levels will often tend to be higher. Satisfaction with the living experience was highest in Singapore, and satisfaction with support service provision was highest in China.

‘Recommendation’ represented students’ likely propensity to recommend their institution to others. Overall, 70 per cent of all respondents indicated they would either encourage or actively encourage others to study at their institution. A large proportion (24%) of students preferred to say they would neither encourage nor discourage other students to apply to study with their institution, leaving only 6 per cent who would have actively discouraged other students.

Decision factors and influences The top three decision factors for offshore and onshore students in deciding to undertake an Australian higher education program are summarised in the table below. A comparison with findings from an equivalent survey of onshore international students studying in Australian universities in 2018 is included. Note the top 2 decision factors were the same for onshore and offshore students.

Table 3. Decision Factors – Offshore vs Onshore Students

Top 3 Decision Factors – 2018 Offshore higher Top 3 Decision Factors – 2018 Onshore education student survey4 international student survey Reputation of a qualification from this Reputation of a qualification from this university (important or very important for 97% university (important or very important for 95% of respondents) of respondents) Reputation of this institution (95%) Reputation of this institution (95%) Earning potential of a degree from this Reputation of this country (94%)# institution (95%)* *This was ranked 5th in the onshore survey (93% of respondents), #This was ranked 8th in the offshore survey (90% of respondents) It is apparent from these findings that reputation factors are as important for students in Australia’s offshore HE programs as they are for international students studying onshore at Australian universities. In terms of positioning, branding and marketing messages, this is an important finding for Australia’s offshore education sector reputation matters to prospective students. Earning potential was more important factor to offshore students than onshore students, while country reputation was more important to onshore students than offshore students. Students were also asked who or what helped them to decide to undertake an Australian higher education program. Again results of this offshore survey were compared with equivalent findings from a survey of onshore Australian university students.

Table 4. Influences – Offshore vs Onshore Students

Top 3 Influences – 2018 Offshore higher Top 3 Influences – 2018 Onshore international education student survey student survey Family (cited by 46% of respondents)* Education agent (55% of respondents)# Friends (38%) Institution website (36%) Institution website (26%) Friends (30%) *This was ranked 4th in the onshore survey (28% of respondents), #This was ranked 9th in the offshore Survey (14% of respondents) Friends and an institutional website were common influences on students whether they were considering studying an Australian HE program onshore or offshore. Family was the top influence for the offshore students, though still important for onshore students. Education agents, the biggest influence on students studying onshore in Australia, were not a substantial influence on offshore

4This survey also attempted to establish whether students regarded offshore study as a pathway to onshore study, but did not find clear evidence that this was the case. See ‘Future Plans’ later in the report.

students, no doubt reflecting the fact that most of the offshore students responded to the survey were local to their country of study and therefore unlikely to have needed an agent. Headline result Reputation, family, friends and institutional websites are the key factors influencing prospective students when they are deciding where to pursue higher education studies. This is true for students planning to stay at home to study a foreign degree as much as it is for students planning to study

overseas.

Australian program choice An Australian study program was the first choice for more than half (53%) of offshore students surveyed and of those, 55 per cent said they had not considered studying a program from any other country. Programs from the United Kingdom were the most prominent alternative reported amongst those offshore students who said they had considered a program from another country (40%), followed by US programs (30%) and Singapore (23%) (Table 5). Table 5. Other country programs considered by offshore higher education students for international study Top 10 Country programs considered Proportion of offshore higher education respondents The United Kingdom 40% The United States of America 30% Singapore 23% Canada 21% New Zealand 15% Austria 13% Germany 12% Japan 11% Malaysia 9% China 8%

Propensity to recommend Table 6 indicates the proportion of student respondents who indicated the likelihood of them recommending the study program they were enrolled with to others. The overall score for all respondents and for the larger study locations are provided.

Overall, 70 per cent of offshore student respondents indicated they would have encouraged or actively encouraged other people to undertake their study program. For the aggregated ‘Other’ countries, this measure was 83 per cent reflecting generally the higher satisfaction reported by students in smaller programs.

Table 6. Propensity to recommend by partner location Respondent breakdown by country (local + non local to study location) Total Offshore Malaysia Singapore China Hong Kong Other

I would actively encourage 20% 17% 17% 27% 21% 42% people to apply If asked, I would actively 50% 52% 50% 48% 46% 41% encourage people to apply I would neither encourage 24% 25% 25% 19% 26% 14% nor discourage people to apply If asked, I would 5% 4% 5% 4% 6% 3% discourage people from applying I would actively discourage 2% 2% 2% 1% 1% 1% people from applying Number of respondents 6,623 3,327 1,871 657 192 576

What matters to students? Analysis was undertaken to understand the impact of different elements of students’ study experience on their propensity to recommend their institution to other students. In other words, for institutions wanting to encourage word of mouth referrals, do certain aspects of a student’s study experience have more impact on their propensity to recommend than others? Each student’s satisfaction scores (for each of the Arrival, Learning, Living and Support elements) were correlated with their likelihood to recommend their institution. A high correlation (positive or negative) means that satisfaction scores for that element are strongly related to the likelihood to recommend. This helps identify which factors are most valued by students and can help institutions to prioritise actions to improve student satisfaction levels.

Arrival The top three individual elements of the arrival experience that correlate most strongly with students’ propensity to recommend their institution are set out in the following table. Table 6. Arrival elements most strongly related to propensity to recommend

Arrival element Understanding how my program of study would work Institution orientation Formal welcome at the institution

‘Students’ satisfaction with understanding how their program of study will work on commencement of their studies incorporates their orientation to the program of study as well as a formal welcome. These related elements feature consistently across institutions and education sectors as having a strong relationship with word of mouth referrals. The strong correlation with propensity to recommend suggests a focus to imbue understanding of a study program to new students would have a positive impact on an institutions’ word of mouth referrals - more so than a focus on improving other aspects of students’ arrival experience.

Learning The top three individual elements of the learning experience that correlate most strongly with students’ propensity to recommend their institution to others are set out in the following table. Table 7. Learning elements most strongly related to propensity to recommend

Learning element The quality of lectures (UG & PGCW) The organisation and smooth running of the program (UG & PGCW) Learning that will help me get a good job

The quality of lectures and students’ belief that they are learning something that will adequately prepare them to search for a good job have strong correlations with students’ propensity to recommend their institution to others. Program organisation is an extension of the arrival experience, i.e. the experience (as distinct from the expectation) of program administration and how it impacts students’ lives. The lesson for institutions from these three elements is that the learning and study outcomes are as important to students as the manner in which academic programs are administered and delivered. Headline result Student satisfaction with how well their program is organised, including how well institutions assist new students to understand program structures, has a high correlation with students’ propensity to recommend their institution to others.

Living The top three individual elements of the living experience that correlate most strongly with students’ propensity to recommend their institution to others are set out in the following table. Table 8. Living elements most strongly related to propensity to recommend

Living element Making good contacts for the future The social facilities (common room etc.) The design and quality of the campus buildings (what they look like, internal quality, functionality and beauty)

Good contacts reflects the sense that students want to get more out of their program of study than a qualification. They want to make contacts with other students that they can carry forward into their personal and professional lives when their studies are over. Social facilities are the spaces in which those good contacts can be developed, and the look and feel of campus buildings reflect student feelings about their place of study as somewhere they can make connections and spend time in academic as well as social pursuits.

Support The top three individual elements of the support experience that correlate most strongly with students’ propensity to recommend their institution to others are set out in the following table. Table 9. Support elements most strongly related to propensity to recommend

Support element5 Graduate School Academic Learning Unit Careers Service

Graduate School is a support service only accessed by postgraduate students, and as such only postgraduate students were asked to rate Graduate School service provision in the survey. The correlation between satisfaction with Graduate School services and propensity to recommend is extremely high, almost uniformly in surveys of this type whether for offshore or onshore students, international or domestic. This reflects the importance postgraduate students place on an administrative structure that caters for their specific needs, and consequently virtually requires institutions to ensure that the structure is in place and working well. Similarly, an Academic Learning Unit’s importance in supporting students’ study programs is critical to overall student satisfaction. Careers Services rates service delivery by careers advisory resources at offshore study locations and reflects the importance students place on realising tangible career outcomes from their study experience.

5 Disability Support recorded the third highest correlation between satisfaction levels and propensity to recommend, but from very low respondent numbers, so was excluded from the above analysis because of its limited applicability.

Future Plans

Nearly half (41%) of offshore higher education student respondents plan to enter employment upon completion of their current studies, 17 per cent plan to enter long term employment in the same country they are studying in and just one percent plan on finding employment in Australia. 23 per cent of offshore students enrolled in Australian HE programs plan to undertake further studies on completion of their current program but only 5 per cent of respondents plan to undertake further studies in Australia.

One third (33%) of students in offshore programs are planning to go travelling or are as yet undecided as to what they will do when they finish their current program of studies. Less than one percent of students in offshore programs are planning to migrate or seek permanent residence in Australia.

Key messages

The Offshore higher education student survey provides some key messages that academic and administrative staff can use to guide efforts to improve the attractiveness of their programs and improve satisfaction with aspects of the student experience.

 Quality and reputation indicators are critical for use in marketing and positioning for Australia’s offshore higher education programs.  Family and friends are key influences in the decision process about where to study.  Prospective students for offshore programs have significant local and international choice of institutions and programs. Australia’s offshore higher education programs operate in a very competitive environment.  At 86 per cent, overall satisfaction with the study experience in Australian offshore higher education programs is a good outcome.  The Arrival experience is particularly positive (91% satisfaction).  Overall satisfaction with the learning experience (84%) suggests this is an area needing further attention.  Student satisfaction with how well their program is organised, including how well institutions assist new students to understand program structures, has a strong correlation with students’ propensity to recommend their institution to others.

Broadly, the things that offshore students value are connecting with others on arrival and during their study programs, as well as clear explanation of their study program, including progress expectations and assessment. Learning related indicators and learning outcomes:  being made to feel welcome;  program content and program organisation;  making good contacts for the future;  social facilities and campus buildings;  academic support structures across study levels;  developing employment skills;  career guidance.

Appendices

1. Participating Australian institutions Australian Institute of Business RMIT University University of Canberra Southern Cross University Central Queensland University Australia Swinburne University of Technology

Curtin University University of Southern Queensland Deakin University University of Tasmania Edith Cowan University Victoria University

James Cook University The University of Western Australia

La Trobe University University of Wollongong Monash University Western Sydney University Murdoch University

2. Offshore study locations Offshore study location Australian Institution Australian Institute of Business Australian Institute of Business Central Queensland University Central Queensland University Australia Curtin Mauritius Curtin University Curtin University, Malaysia Curtin University Curtin Singapore Curtin University Deakin University Deakin University Australian College of Business & Technology, Sri Lanka Edith Cowan University Emirates Group Edith Cowan University Ho Chi Minh City Open University Edith Cowan University International Sports Academy Edith Cowan University Zheijang Normal University Edith Cowan University James Cook University Singapore James Cook University East China Normal University La Trobe University Hanoi University La Trobe University PSB Academy, Singapore (LTU) La Trobe University Monash University Malaysia Monash University Kaplan Singapore Murdoch University School for Higher and Professional Education (SHAPE) RMIT University Singapore Institute of Management, RMIT RMIT University

Institute of Business Studies, Papua New Guinea Southern Cross University Swinburne University of Technology Sarawak Campus Swinburne University of Technology Hong Kong University SPACE International College The University of Western Australia Hwa Chong Institution The University of Western Australia East China University of Science & Technology University of Canberra Hong Kong Baptist University, Canberra University of Canberra Ningbo University University of Canberra Royal Institute of Management University of Canberra Universitas Asia University of Canberra Han Chiang University College of Communication University of Southern Queensland SEGi University University of Southern Queensland UUNZ Institute of Business University of Southern Queensland Hong Kong Universal Ed University of Tasmania Shanghai Ocean University University of Tasmania Central China Normal University University of Wollongong INTI International College, Kuala Lumpur University of Wollongong INTI International College, Penang University of Wollongong INTI International College, Subang University of Wollongong PSB Academy, Singapore (UoW) University of Wollongong Singapore Institute of Management, UoW University of Wollongong UoW College Hong Kong University of Wollongong Sunway University and Sunway College Victoria University Hong Kong Baptist University, WSU Western Sydney University University of Economics, Ho Chi Minh City Western Sydney University

16 Attachments

Attachment 1: Australia Offshore 2018 National Presentation Report

17 Offshore International Student Satisfaction Survey (ISSS)

2018

Arrival

Survey Overview Learning Questionnaire Decision Factors Headline Results Engagement i-graduate 2018/19 Key Influences Survey Response Living Contact Us

Support

Core questionnaire covering arrival, learning, living, support, recommendation, application and choice of university

Semi-standardised online questionnaire format, customised for each partner

Students invited to feedback from April to June 2018

Results compared against the national onshore international student benchmark

18 universities and 1 private college participated, fully funded by DET under the Enabling Growth and Innovation (EGI) program 43 offshore locations, 11 countries 8,342 respondents – 72% local, 28% not local (to study location) 6 branch campuses, 15 niche partnerships, 12 small partnerships, 8 medium partnerships and 2 large partnerships Participating institutions receive a summary results sheet for each location Benchmarks – by country, size / type of program Australia onshore 89% satisfaction v 86% Australia offshore

Niche program = location with 1-99 enrolled students

Small program = location with 100-499 enrolled students

Medium program = location with 500-1,999 enrolled students

Large program = location with 2,000+ enrolled students

Branch campus

Australian Institute of Business RMIT University University of Canberra Southern Cross University CQUniversity Australia Swinburne University of Technology Curtin University University of Southern Queensland Deakin University University of Tasmania Edith Cowan University Victoria University James Cook University The University of Western Australia La Trobe University University of Wollongong Monash University Western Sydney University Murdoch University

Partner Name Australian University Partner Name Australian University Australian Institute of Business Australian Institute of Business Hong Kong University SPACE International College The University of Western Australia CQUniversity CQUniversity Australia Hwa Chong Institution The University of Western Australia Curtin Mauritius Curtin University East China University of Science & Technology University of Canberra Curtin University, Malaysia Curtin University Hong Kong Baptist University, Canberra University of Canberra Curtin Singapore Curtin University Ningbo University University of Canberra Deakin University Deakin University Royal Institute of Management University of Canberra Australian College of Business & Technology, Sri Lanka Edith Cowan University Universitas Asia University of Canberra Emirates Group Edith Cowan University Han Chiang University College of Communication University of Southern Queensland Ho Chi Minh City Open University Edith Cowan University SEGi University University of Southern Queensland International Sports Academy Edith Cowan University UUNZ Institute of Business University of Southern Queensland Zheijang Normal University Edith Cowan University Hong Kong Universal Ed University of Tasmania James Cook University Singapore James Cook University Shanghai Ocean University University of Tasmania East China Normal University La Trobe University Central China Normal University University of Wollongong Hanoi University La Trobe University INTI International College, Kuala Lumpur University of Wollongong PSB Academy, Singapore (LTU) La Trobe University INTI International College, Penang University of Wollongong Monash University Malaysia Monash University INTI International College, Subang University of Wollongong Kaplan Singapore Murdoch University PSB Academy, Singapore (UoW) University of Wollongong School for Higher And Professional Education (SHAPE) RMIT University Singapore Institute of Management, UoW University of Wollongong Singapore Institute of Management, RMIT RMIT University UoW College Hong Kong University of Wollongong Institute of Business Studies, Papua New Guinea Southern Cross University Sunway University and Sunway College Victoria University Swinburne University of Technology Sarawak Campus Swinburne University of Technology Hong Kong Baptist University, WSU Western Sydney University University of Economics, Ho Chi Minh City Western Sydney University

ISB (56,376)

Australian Catholic University Murdoch University The University of Adelaide Queensland University of Technology The Australian National University RMIT University Bond University Southern Cross University University of Canberra Swinburne University of Technology Charles Darwin University The University of Sydney CQUniversity Australia The University of New England Curtin University University of South Australia Deakin University University of Newcastle Edith Cowan University The University of New South Wales Federation University Australia The University of Queensland Flinders University University of Southern Queensland Griffith University University of Tasmania James Cook University University of Technology Sydney La Trobe University The University of Western Australia Macquarie University University of Wollongong University of Melbourne Western Sydney University Monash University

Universities in bold surveyed international and domestic students © International Graduate Insight Group Ltd 2018 8 Headline results

Overall satisfaction 86% 86% 87% 85% 85% 90%

Arrival 91% 90% 94% 84% 93% 99%

Learning 84% 83% 86% 86% 85% 90%

Living 88% 86% 91% 87% 84% 90%

Support 87% 87% 88% 91% 84% 89%

Happiness 87% 86% 88% 88% 89% 93%

Australia Offshore Australia Onshore ISB (6,623) (43,435)

20% I would actively encourage people to apply 33%

50% If asked, I would encourage people to apply 45%

24% I would neither encourage nor discourage people to apply 16%

5% If asked, I would discourage people from applying 3%

2% I would actively discourage people from applying 2%

Australia Australia Malaysia Singapore China Hong Kong Other Offshore Onshore ISB (3,327) (1,871) (657) (192) (576) (6,623) (43,435)

20% I would actively encourage people to apply 33% 17% 17% 27% 21% 42%

50% If asked, I would encourage people to apply 45% 52% 50% 48% 46% 41%

24% I would neither encourage nor discourage people to apply 16% 25% 25% 19% 26% 14%

5% If asked, I would discourage people from applying 3% 4% 5% 4% 6% 3%

2% I would actively discourage people from applying 2% 2% 2% 1% 1% 1%

Australia Offshore (8342) 3% 10% 70% 16%

Australia Onshore ISB (56376) 3% 7% 66% 24%

Very dissatisfied Dissatisfied Satisfied Very satisfied Overall, how satisfied are you with all aspects of your experience at your institution?

86% 86% 87% 85% 85% 90%

Overall, how satisfied are you with all aspects of your experience at your institution?

90% Response Population Response Rate 80% Australia Offshore 8,342 36,523 23% 70% 2018

Australia Onshore ISB 56,376 233,992 24% 60% 2018

50%

40%

30%

20%

10%

Each dot represents a partner in the Offshore benchmark with over 30 responses.

Total Student Response Response Country Partnerships Population Number Rate

Malaysia 9 16,000 4,220 26%

Singapore 10 14,310 2,445 17%

China 6 1,256 715 57%

Hong Kong 6 1,512 248 16%

Other 12 3,445 714 21%

Non Local Local Student Total Student Country (to study location) Respondents Respondents Respondents

Malaysia 3,285 935 4,220

Singapore 1,493 952 2,445

China 682 33 715

Hong Kong 128 120 248

Other 411 303 714

Program Total Student Response Response Partnerships Type Population Number Rate

Niche 15 931 297 32%

Small 12 2,083 321 15%

Medium 8 5,718 1,845 32%

Large* 2 8,974 1,146 13% Branch 6 18,817 4,733 25% Campus

*No benchmark was possible for large programs

UG (6795) 34% 35% 31% 1%

PGCW (855) 45% 15% 37%

HDR (295) 35% 33% 33% 0%

Foundation 68% 15% 6% program (280) Diploma or Pathway 40% 18% 25% 17% Program (72)

Other (30) 70% 10% 13% 7%

Other non-degree 33% 40% 7% 20% level studies (15)

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

First/single year Other year Last year Short program

Australia 41% 18% 12% 4% 4% 21% Offshore (8342)

Australia Onshore ISB 5% 2% 29% 3% 61% (56376)

Malaysia Singapore China Mauritius Indonesia Other

Australia 81% 10% 4% 3% Offshore (8342)

Australia Onshore ISB 43% 43% 11% (56376)

UG PGCW HDR Foundation program Diploma or Pathway Program Other non-degree level studies Other

90% 88% 88% 86% 84% 82% 97% 95% 95% 94% 94% 93% 92% 90% 90% 88% 80% Reputation Reputation of Earning Personal safety Specific Cost of Quality of Reputation of Cost of living Entry (value in my this Institution potential of my and security programme education research the education requirements career) of a chosen degree title (tuition fees) system in this qualification from this country from this institution university

Australia Offshore Australia Onshore ISB How important were the following factors when deciding where to study?

78%

76%

74%

72%

70%

68%

66%

64%

62% 76% 71% 66% 63% 60% Opportunities for further study in Opportunities for full-time work in Difficulty in getting a visa to study in Opportunity for permanent Australia following my studies Australia following my studies Australia residence in Australia

Australia Offshore How important were the following factors when deciding where to study?

50% 28%

40% 30% 36%

30% 15% 9% 15% 20% 18% 10% 12%

10%

46% 38% 26% 23% 22% 20% 17% 16% 14% 13% 0% Family Friends The institution Alumni of this A visit to the Current Prospectus Social Education League tables website institution institution students at from this networking Agent or rankings this institution institution site

Australia Offshore Australia Onshore ISB Which of the following helped you to choose this institution?

47%

53%

Yes No Was an Australian program your first choice for your international study?

Australia Offshore (2797) 1% 8% 76% 15%

Australian Onshore ISB (23300) 2% 6% 68% 25%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the arrival experience? Arrival section asked to all 1st year students © International Graduate Insight Group Ltd 2018 29 Overall satisfaction – Arrival by partner location

Malaysia (1676) 2% 9% 78% 12%

Singapore (752) 1% 5% 78% 16%

China (174) 2% 13% 66% 19%

Hong Kong (41) 7% 78% 15%

Other (154) 1% 57% 42%

SATISFACTION SCORES CORRELATION ANALYSIS RECOMMENDATION (For each individual element from Correlation SCORE Arrival, Learning, Living and Support) Given for the institution

DERIVED IMPORTANCE

How it works • Each student’s satisfaction scores (for each of the Arrival, Learning, Living and Support elements) are correlated with their score for their ‘likelihood to recommend’ their institution. • A high correlation (positive or negative) means that scores for that element are strongly related to the scores given for the likelihood to recommend. • In this way, Derived Importance helps identify which factors have the greatest impact on students, and on them recommending the institution to others.

© International Graduate Insight Group Ltd 2018 31 Derived importance - Arrival 100% 35% 30% 30% 90% 29% 28% 28% 30% 26% 26% 26% 80% 23% 22% 21% 25% 70% 21% 20% 20% 18% 20% 60% 16% 15% 50% 15% 10% 40% 10% 30% 5% 20% 0% 0% 10% 86% 91% 84% 89% 89% 81% 82% 95% 89% 91% 92% 88% 87% 82% 83% 74% 87% 86% 89% 0% -5%

Australia Offshore Correlation

© International Graduate Insight Group Ltd 2018 32 Benchmarking arrival Australia Offshore Australia Onshore ISB Australia Onshore ISB +/- ARRIVAL AVERAGE 88.2% 86.9% 1.3% ARRIVAL OVERALL 90.2% 92.0% -1.9% Finance Office 93.4% 92.1% 1.4% Host friends 93.1% 72.4% 20.7% Registration 92.3% 89.8% 2.5% Formal welcome 90.6% 89.8% 0.8% Accommodation Office 90.6% 88.4% 2.1% Welcome 90.4% 87.2% 3.2% Meeting staff 90.4% 90.8% -0.4% Home friends 90.1% 88.0% 2.2% First night 88.7% 88.3% 0.3% Health insurance 88.5% 88.6% 0.0% Other friends 88.3% 85.3% 3.1% Study sense 88.2% 85.8% 2.4% Bank account 86.3% 91.6% -5.3% Institution orientation 85.1% 89.2% -4.2% Internet access 84.7% 84.7% 0.0% Local orientation 83.9% 81.9% 2.0% Accommodation condition 82.1% 85.5% -3.4% Social activities 80.8% 84.8% -4.0% Arrival section asked to all 1st year students © International Graduate Insight Group Ltd 2018 33 Benchmarking arrival by partner location Malaysia Singapore Hong Kong Singapore Hong Kong Australia China Partner Other Partner Malaysia Partner China Partner Other Partner Partner Partner Partner Partner Location Partner Location Offshore Location Location Location +/- Location +/- Location +/- Location Location Location +/- +/- ARRIVAL AVERAGE 88.2% 85.0% 89.0% 85.6% 93.0% 95.7% -3.2% 0.8% -2.6% 4.8% 7.5% ARRIVAL OVERALL 90.2% 87.7% 92.6% 85.0% 90.3% 96.9% -2.5% 2.4% -5.2% 0.1% 6.7% Finance Office 93.4% 92.5% 95.1% 91.2% 83.3% 100.0% -0.9% 1.7% -2.2% -10.1% 6.6% Host friends 93.1% 92.3% 91.2% 91.6% 95.2% 99.4% -0.8% -1.9% -1.5% 2.1% 6.3% Registration 92.3% 89.3% 94.7% 86.6% 94.4% 99.4% -3.0% 2.4% -5.7% 2.1% 7.1% Accommodation Office 90.6% 87.6% 89.1% 100.0% NA NA -3.0% -1.5% 9.4% NA NA Formal welcome 90.6% 86.9% 88.5% 87.6% 100.0% 98.8% -3.7% -2.1% -3.0% 9.4% 8.2% Meeting staff 90.4% 85.8% 90.6% 85.4% 100.0% 97.6% -4.6% 0.2% -5.0% 9.6% 7.2% Welcome 90.4% 92.8% 88.6% 70.0% 100.0% 100.0% 2.4% -1.8% -20.4% 9.6% 9.6% Home friends 90.1% 79.1% 92.4% 100.0% 100.0% 100.0% -11.0% 2.3% 9.9% 9.9% 9.9% First night 88.7% 83.6% 94.0% 82.1% NA 100.0% -5.1% 5.3% -6.6% NA 11.3% Health insurance 88.5% 91.6% 83.3% 90.0% 100.0% 100.0% 3.1% -5.2% 1.5% 11.5% 11.5% Other friends 88.3% 87.7% 94.3% 73.2% 90.5% 93.8% -0.6% 6.0% -15.1% 2.2% 5.5% Study sense 88.2% 85.8% 88.4% 85.0% 89.8% 96.1% -2.4% 0.2% -3.2% 1.6% 7.9% Bank account 86.3% 83.4% 84.1% 85.9% 95.8% 89.4% -2.9% -2.2% -0.4% 9.5% 3.1% Institution orientation 85.1% 79.6% 83.2% 88.1% 89.7% 93.7% -5.5% -1.9% 3.0% 4.6% 8.6% Internet access 84.7% 73.0% 91.9% 77.5% 95.8% 88.3% -11.7% 7.2% -7.2% 11.1% 3.6% Local orientation 83.9% 83.4% 83.0% 80.0% 84.5% 95.5% -0.5% -0.9% -3.9% 0.6% 11.6% Accommodation condition 82.1% 74.0% 86.5% 82.1% NA 100.0% -8.1% 4.4% 0.0% NA 17.9% Social activities 80.8% 81.0% 82.4% 83.8% 76.2% 75.7% 0.2% 1.6% 3.0% -4.6% -5.1% Arrival section asked to all 1st year students © International Graduate Insight Group Ltd 2018 34 Learning experience

Australia Offshore (8035) 3% 13% 70% 14%

Australia Onshore ISB (53563) 2% 11% 68% 19%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the learning experience at this stage in the year?

Malaysia (4071) 3% 14% 72% 11%

Singapore (2342) 2% 13% 70% 15%

China (704) 3% 11% 68% 18%

Hong Kong (238) 5% 10% 71% 14%

Other (680) 3% 7% 61% 29%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the learning experience at this stage in the year?

100% 41% 45%

90% 38% 38% 37% 40% 34% 34% 80% 34% 33% 32% 35% 31% 31% 31% 30% 30% 30% 30% 30% 29% 70% 29% 28% 27% 26% 30% 26% 25% 60% 24% 22% 25% 50% 18% 20% 40% 15% 30%

20% 10%

10% 5% 84% 85% 85% 81% 73% 84% 89% 91% 74% 82% 86% 77% 88% 86% 83% 90% 82% 91% 76% 82% 90% 89% 88% 88% 91% 80% 88% 0% 0%

Australia Offshore Correlation

**Postgraduate students only © International Graduate Insight Group Ltd 2018 38 Benchmarking learning - Teaching

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/- LEARNING AVERAGE 86.1% 87.5% -1.4% LEARNING OVERALL 86.8% 87.5% -0.6% TEACHING Expert lecturers 92.4% 92.6% -0.2% Academics' English 92.2% 92.4% -0.2% Learning support 90.5% 90.4% 0.2% Program content 90.3% 90.3% 0.0% Assessment 89.7% 89.0% 0.7% Quality lectures 87.9% 87.9% 0.0% Marking criteria 87.2% 85.4% 1.8% Program organisation 86.2% 87.7% -1.4% Good teachers 86.2% 88.6% -2.4% Performance feedback 85.7% 86.0% -0.3%

LEARNING OVERALL 86.8% 84.6% 86.3% 83.6% 86.9% 90.4% -2.2% -0.5% -3.2% 0.1% 3.6%

TEACHING

Expert lecturers 92.4% 89.7% 91.3% 90.5% 93.1% 95.9% -2.7% -1.1% -1.9% 0.7% 3.5%

Academics' English 92.2% 89.8% 95.5% 85.2% 92.9% 94.3% -2.4% 3.3% -7.0% 0.7% 2.1%

Learning support 90.5% 90.9% 89.5% 88.8% 93.1% 90.3% 0.4% -1.0% -1.7% 2.6% -0.2%

Program content 90.3% 88.9% 88.7% 83.0% 90.1% 95.9% -1.4% -1.6% -7.3% -0.2% 5.6%

Assessment 89.7% 89.1% 87.5% 89.7% 88.5% 92.6% -0.6% -2.2% 0.0% -1.2% 2.9%

Quality lectures 87.9% 85.1% 87.4% 82.9% 88.9% 92.3% -2.8% -0.5% -5.0% 1.0% 4.4%

Marking criteria 87.2% 83.7% 84.5% 89.6% 90.6% 89.1% -3.5% -2.7% 2.4% 3.4% 1.9%

Good teachers 86.2% 82.4% 87.6% 79.4% 89.9% 88.9% -3.8% 1.4% -6.8% 3.7% 2.7%

Program organisation 86.2% 86.2% 85.7% 81.1% 83.6% 90.4% 0.0% -0.5% -5.1% -2.6% 4.2% Performance feedback 85.7% 82.9% 83.0% 84.5% 88.2% 89.0% -2.8% -2.7% -1.2% 2.5% 3.3%

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/- LEARNING AVERAGE 86.1% 87.5% -1.4% LEARNING OVERALL 86.8% 87.5% -0.6% STUDIES Language support 90.3% 90.5% -0.2% Class size 89.9% 90.9% -1.0% Topic selection** 89.8% 89.2% 0.6% Managing research** 88.9% 90.8% -1.9% Multicultural 87.8% 90.7% -2.8% Employability 83.9% 80.4% 3.6% Work experience 76.9% 71.5% 5.3% Opportunities to teach** 76.8% 69.2% 7.6% Careers advice 75.9% 72.9% 2.9%

**Postgraduate students only © International Graduate Insight Group Ltd 2018 41 Benchmarking learning – Studies by partner location

Malaysia Singapore Hong Kong Malaysia Singapore Hong Kong Australia China Partner Other Partner China Partner Other Partner Partner Partner Partner Partner Location Partner Location Partner Location Offshore Location Location Location +/- Location +/- Location Location Location +/- +/- +/-

LEARNING AVERAGE 86.1% 85.1% 86.3% 83.6% 86.9% 88.0% -1.0% 0.2% -2.5% 0.8% 1.9%

LEARNING OVERALL 86.8% 84.6% 86.3% 83.6% 86.9% 90.4% -2.2% -0.5% -3.2% 0.1% 3.6%

STUDIES

Language support 90.3% 89.8% 90.4% 85.4% 92.0% 92.2% -0.5% 0.1% -4.9% 1.7% 1.9%

Class size 89.9% 86.9% 90.0% 85.1% 90.9% 94.9% -3.0% 0.1% -4.8% 1.0% 5.0%

Topic selection** 89.8% 94.4% 90.7% 85.4% 72.9% 93.7% 4.6% 0.9% -4.4% -16.9% 3.9%

Managing research** 88.9% 91.0% NA 81.3% NA 90.3% 2.1% NA -7.6% NA 1.4%

Multicultural 87.8% 88.4% 89.6% 81.6% 86.4% 90.0% 0.6% 1.8% -6.2% -1.4% 2.2%

Employability 83.9% 83.8% 82.1% 71.6% 85.0% 90.3% -0.1% -1.8% -12.3% 1.1% 6.4%

Work experience 76.9% 76.2% 69.2% 75.6% 86.0% 79.4% -0.7% -7.7% -1.3% 9.1% 2.5% Opportunities to 76.8% 75.2% NA 81.6% NA NA -1.6% NA 4.8% NA NA teach** Careers advice 75.9% 74.0% 73.9% 75.4% 84.5% 74.3% -1.9% -2.0% -0.5% 8.6% -1.6%

**Postgraduate students only © International Graduate Insight Group Ltd 2018 42 Benchmarking learning - Facilities

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/-

LEARNING AVERAGE 86.1% 87.5% -1.4%

LEARNING OVERALL 86.8% 87.5% -0.6%

FACILITIES

Virtual learning 88.2% 93.0% -4.7%

Online library 86.4% 92.4% -6.0%

Learning spaces 84.3% 91.3% -7.0%

Laboratories 84.1% 91.9% -7.8%

Physical library 80.5% 90.0% -9.5%

Technology 79.9% 92.5% -12.6%

LEARNING AVERAGE 86.1% 85.1% 86.3% 83.6% 86.9% 88.0% -1.0% 0.2% -2.5% 0.8% 1.9%

LEARNING OVERALL 86.8% 84.6% 86.3% 83.6% 86.9% 90.4% -2.2% -0.5% -3.2% 0.1% 3.6%

FACILITIES

Virtual learning 88.2% 88.7% 88.6% 81.5% 81.4% 94.4% 0.5% 0.4% -6.7% -6.8% 6.2%

Online library 86.4% 87.2% 88.5% 85.3% 87.0% 84.3% 0.8% 2.1% -1.1% 0.6% -2.1%

Learning spaces 84.3% 79.9% 87.0% 87.0% 81.3% 86.6% -4.4% 2.7% 2.7% -3.0% 2.3%

Laboratories 84.1% 82.4% 87.1% 86.7% 87.7% 77.7% -1.7% 3.0% 2.6% 3.6% -6.4%

Physical library 80.5% 81.5% 81.1% 85.8% 83.9% 73.3% 1.0% 0.6% 5.3% 3.4% -7.2%

Technology 79.9% 80.2% 85.3% 85.2% 80.3% 70.9% 0.3% 5.4% 5.3% 0.4% -9.0%

94% of Offshore students feel I am engaged with my studies 100% engaged with their studies, compared to 95% 95% in the Australia Onshore ISB 90% benchmark 85% I feel part of a student Analyse ideas or concepts in 80% community committed to greater depth 75% 70% learning 65% 60% 55% 50%

Student feedback on my program is taken seriously and Do your best work acted upon

Use information, ideas or concepts from different topics to solve problems Australia Offshore Australia Onshore ISB

Australia Offshore (6765) 3% 9% 76% 12%

Australia Onshore ISB (47270) 3% 9% 70% 18%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the living experience at this stage in the year?

Malaysia (3521) 3% 11% 77% 9%

Singapore (2003) 2% 7% 76% 15%

China (662) 5% 8% 70% 17%

Hong Kong (198) 5% 12% 74% 10%

Other (680) 3% 7% 61% 29%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the living experience at this stage in the year?

© International Graduate Insight Group Ltd 2018 49 Derived importance - Living 100% 40% 34% 90% 33% 32% 31% 35% 80% 29% 29% 28% 27% 27% 27% 30% 25% 25% 70% 24% 24% 23% 23% 23% 22% 25% 60% 21% 21% 20% 20% 20% 50% 17% 20% 16% 40% 15% 30% 10% 20% 5% 10% 79% 77% 81% 79% 81% 73% 61% 86% 88% 83% 88% 91% 80% 85% 54% 90% 82% 82% 94% 86% 70% 86% 62% 87% 78% 0% 0%

Australia Offshore Correlation

© International Graduate Insight Group Ltd 2018 50 Student wellbeing I am happy with my life at 87% of your students are happy university 100% with their life at university so far, 95% compared to 90% in the Australia 90% Onshore ISB benchmark 85% 80% 75% 70% Other friends 65% Safety 60% 55% 50%

Good contacts Social activities

Australia Offshore Australia Onshore ISB

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/- LIVING AVERAGE 83.5% 81.7% 1.8% LIVING OVERALL 89.8% 88.7% 1.1% ACCOMMODATION and LIVING COSTS Accommodation access 89.6% 87.6% 2.0% Accommodation quality 85.6% 88.3% -2.8% Internet access 83.7% 83.9% -0.3% Living cost 77.2% 66.0% 11.2% Accommodation cost 70.8% 62.7% 8.0% Financial support 68.9% 60.4% 8.4% Earning money 66.7% 57.8% 8.9%

© International Graduate Insight Group Ltd 2018 52 Benchmarking living: Accommodation and living costs by partner location Malaysia Singapore Hong Kong Malaysia Singapore Hong Kong Australia China Partner Other Partner China Partner Other Partner Partner Partner Partner Partner Partner Partner Offshore Location Location Location +/- Location +/- Location Location Location Location +/- Location +/- Location +/-

LIVING AVERAGE 83.5% 80.1% 84.6% 87.7% 88.3% 79.9% -3.4% 1.1% 4.2% 4.8% -3.6%

LIVING OVERALL 89.8% 88.4% 91.7% 89.3% 86.2% 92.0% -1.4% 1.9% -0.5% -3.6% 2.2%

ACCOMMODATION and LIVING COSTS Accommodation 89.6% 89.9% 92.2% 92.6% 94.2% 80.5% 0.3% 2.6% 3.0% 4.6% -9.1% access Accommodation 85.6% 78.3% 91.1% 84.6% 81.3% 90.5% -7.3% 5.5% -1.0% -4.3% 4.9% quality Internet access 83.7% 77.4% 93.5% 82.8% 93.9% 72.4% -6.3% 9.8% -0.9% 10.2% -11.3%

Living cost 77.2% 73.8% 73.3% 84.9% 86.3% 73.3% -3.4% -3.9% 7.7% 9.1% -3.9%

Accommodation cost 70.8% 63.7% 66.9% 86.7% 73.9% 81.0% -7.1% -3.9% 15.9% 3.1% 10.2%

Financial support 68.9% 66.9% 56.0% 78.9% 84.1% 66.5% -2.0% -12.9% 10.0% 15.2% -2.4%

Earning money 66.7% 52.7% 63.6% 76.8% 83.9% 63.7% -14.0% -3.1% 10.1% 17.2% -3.0%

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/- LIVING AVERAGE 83.5% 81.7% 1.8% LIVING OVERALL 89.8% 88.7% 1.1% SOCIAL Host friends 94.0% 72.9% 21.1% Home friends 91.1% 87.9% 3.2% Host culture 90.1% 85.0% 5.0% Other friends 85.0% 85.5% -0.5% Good contacts 83.0% 77.5% 5.5% Social activities 78.8% 83.4% -4.6% Social facilities 78.7% 85.1% -6.5% Sport facilities 74.5% 79.0% -4.5%

LIVING OVERALL 89.8% 88.4% 91.7% 89.3% 86.2% 92.0% -1.4% 1.9% -0.5% -3.6% 2.2%

SOCIAL

Host friends 94.0% 91.6% 91.2% 93.3% 96.0% 97.8% -2.4% -2.8% -0.7% 2.0% 3.8%

Home friends 91.1% 85.6% 90.2% 92.0% 97.5% 95.5% -5.5% -0.9% 0.9% 6.4% 4.4%

Host culture 90.1% 87.8% 90.4% 96.0% 85.5% 94.0% -2.3% 0.3% 5.9% -4.6% 3.9%

Other friends 85.0% 85.0% 91.0% 74.1% 90.9% 80.3% 0.0% 6.0% -10.9% 5.9% -4.7%

Good contacts 83.0% 82.1% 81.0% 82.7% 86.4% 83.4% -0.9% -2.0% -0.3% 3.4% 0.4%

Social activities 78.8% 80.8% 79.8% 85.8% 81.2% 68.9% 2.0% 1.0% 7.0% 2.4% -9.9%

Social facilities 78.7% 77.7% 81.7% 87.6% 83.5% 66.0% -1.0% 3.0% 8.9% 4.8% -12.7%

Sport facilities 74.5% 71.7% 74.2% 91.0% 85.3% 57.7% -2.8% -0.3% 16.5% 10.8% -16.8%

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/- LIVING AVERAGE 83.5% 81.7% 1.8% LIVING OVERALL 89.8% 88.7% 1.1% DAY TO DAY LIFE Safety 96.0% 93.5% 2.4% Good place to be 90.0% 92.7% -2.8% Visa advice 88.0% 80.4% 7.6% Eco-friendly attitude 87.2% 91.7% -4.5% Transport links 86.7% 81.9% 4.8% Campus buildings 85.7% 90.2% -4.6% Transport links institution 84.5% 85.8% -1.2% Worship facilities 83.8% 88.7% -4.8% Campus environment 83.8% 92.5% -8.7%

LIVING OVERALL 89.8% 88.4% 91.7% 89.3% 86.2% 92.0% -1.4% 1.9% -0.5% -3.6% 2.2%

DAY TO DAY LIFE

Safety 96.0% 91.9% 97.9% 98.0% 98.8% 95.0% -4.1% 1.9% 2.0% 2.8% -1.0%

Good place to be 90.0% 85.8% 92.5% 88.5% 92.2% 90.8% -4.2% 2.5% -1.5% 2.2% 0.8%

Visa advice 88.0% 82.7% 92.1% 96.0% 92.4% 81.7% -5.3% 4.1% 8.0% 4.4% -6.3%

Eco-friendly attitude 87.2% 85.1% 87.5% 89.9% 92.4% 83.2% -2.1% 0.3% 2.7% 5.2% -4.0%

Transport links 86.7% 80.7% 92.7% 89.5% 90.3% 82.7% -6.0% 6.0% 2.8% 3.6% -4.0%

Campus buildings 85.7% 80.7% 86.5% 90.5% 85.9% 87.0% -5.0% 0.8% 4.8% 0.2% 1.3% Transport links 84.5% 85.1% 87.4% 85.6% 85.8% 79.5% 0.6% 2.9% 1.1% 1.3% -5.0% institution Campus environment 83.8% 75.3% 88.3% 92.6% 88.6% 79.3% -8.5% 4.5% 8.8% 4.8% -4.5%

Worship facilities 83.8% 88.9% 89.3% 85.1% 89.3% 67.1% 5.1% 5.5% 1.3% 5.5% -16.7%

Australia Offshore (6513) 3% 10% 78% 9%

Australia Onshore ISB (43092) 2% 8% 74% 16%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the support services at this stage in the year?

Malaysia (3284) 2% 11% 81% 6%

Singapore (1838) 3% 10% 76% 12%

China (636) 3% 6% 78% 13%

Hong Kong (185) 1% 15% 76% 8%

Other (570) 5% 6% 73% 16%

Very Dissatisfied Dissatisfied Satisfied Very Satisfied Overall, how satisfied are you with the support services at this stage in the year?

70% 34% 34% 40% 60% 31% 30% 30% 29% 27% 27% 50% 27% 27% 26% 26% 26% 30% 25% 24% 23% 40% 21% 20% 30%

20% 10% 10% 89% 95% 87% 94% 90% 91% 94% 92% 65% 90% 94% 91% 90% 88% 89% 96% 94% 93% 0% 0%

Australia Offshore Correlation

Australia Onshore ISB Australia Offshore Australia Onshore ISB +/- SUPPORT AVERAGE 90.7% 92.8% -2.1% SUPPORT OVERALL 86.9% 90.7% -3.8% Students' Union 96.0% 95.6% 0.4% Disability Support 93.6% 94.5% -0.9% Faith Provision 93.2% 95.1% -1.9% Health Centre 92.9% 94.2% -1.3% Academic Learning Unit 92.5% 95.5% -3.0% Student Advisory 92.5% 94.9% -2.4% Finance Office 91.9% 90.6% 1.3% Counselling 91.6% 92.8% -1.2% IT Support 91.5% 95.6% -4.1% Clubs/societies 91.1% 93.7% -2.6% Careers Service 90.6% 88.0% 2.5% International Office 89.5% 93.9% -4.4% Accommodation Office 89.3% 87.8% 1.5% Graduate School** 89.1% 94.2% -5.1% Catering 75.4% 86.0% -10.7%

Malaysia Singapore Hong Kong Malaysia Singapore Hong Kong Australia China Partner Other Partner China Partner Other Partner Partner Partner Partner Partner Partner Partner Offshore Location Location Location +/- Location +/- Location Location Location Location +/- Location +/- Location +/- SUPPORT AVERAGE 90.7% 87.6% 89.5% 95.9% 94.1% 87.8% -3.1% 1.9% 6.4% -1.8% -6.3% SUPPORT OVERALL 86.9% 88.0% 87.8% 85.8% 82.9% 88.0% 1.1% -0.2% -2.0% -2.9% 5.1% Students' Union 96.0% 95.4% 94.0% 98.4% 100.0% 100.0% -0.6% -1.4% 4.4% 1.6% 0.0% Disability Support 93.6% 91.0% 94.1% 97.1% 93.8% NA -2.6% 3.1% 3.0% -3.3% NA Faith Provision 93.2% 94.2% 92.0% 96.1% 92.3% NA 1.0% -2.2% 4.1% -3.8% NA Health Centre 92.9% 88.5% 97.6% 94.8% 88.3% 100.0% -4.4% 9.1% -2.8% -6.5% 11.7% Academic Learning Unit 92.5% 92.4% 98.8% 77.8% 92.3% 83.3% -0.1% 6.4% -21.0% 14.5% -9.0% Student Advisory 92.5% 94.3% 90.8% 98.7% 98.2% 82.9% 1.8% -3.5% 7.9% -0.5% -15.3% Finance Office 91.9% 89.1% 93.1% 98.2% 96.7% 86.1% -2.8% 4.0% 5.1% -1.5% -10.6% Counselling 91.6% 88.6% 89.0% 99.3% 93.5% 97.2% -3.0% 0.4% 10.3% -5.8% 3.7% IT Support 91.5% 92.8% 93.3% 97.8% 84.1% 89.0% 1.3% 0.5% 4.5% -13.7% 4.9% Clubs/societies 91.1% 89.8% 92.3% 93.8% 100.0% 72.2% -1.3% 2.5% 1.5% 6.2% -27.8% Careers Service 90.6% 91.0% 83.5% 98.4% 95.0% 95.7% 0.4% -7.5% 14.9% -3.4% 0.7% International Office 89.5% 86.0% 85.3% 100.0% 100.0% 96.4% -3.5% -0.7% 14.7% 0.0% -3.6% Accommodation Office 89.3% 89.7% 81.1% 98.0% 100.0% 81.8% 0.4% -8.6% 16.9% 2.0% -18.2% Graduate School** 89.1% 63.6% 80.2% 100.0% 100.0% NA -25.5% 16.6% 19.8% 0.0% NA Catering 75.4% 67.6% 77.4% 90.9% 76.7% 69.3% -7.8% 9.8% 13.5% -14.2% -7.4%

33% of your students are of your students are 41% planning on going travelling, or are planning on entering employment undecided

81% (79%) are satisfied that their program will help them to get a good job

23% of your students are 79% (77%) are satisfied with making good contacts for planning on doing further study the future 5% of which plan to study in Australia 74% (72%) are satisfied with the career advice from academic staff Australia Offshore (6,550) Australia Onshore ISB (42,756)

▪ A member of the i-graduate Research Team will be in contact with details of your university’s online password- protected Filestore (www.i-graduate.org/filestore)

▪ Filestore contains: full PDF presentation, open comments spreadsheet, university breakdown sheet, pivot table and ranking sheets

© International Graduate Insight Group Ltd 2018 67 Questionnaire flow Background Learning Experience • Accommodation • Overall Satisfaction • Funding • Satisfaction of learning elements • Level of study • Weekly hours studying and working • Area of study • Engagement measures • School/Faculty/Department • Year of study Living Experience • Overall Satisfaction • Satisfaction of living elements Pre-Arrival • Choice of destination Support Experience • Key influences • Overall Satisfaction • Application process • Relevance of services • Visa Satisfaction • Satisfaction with services used • Agents Recommendation & Reflections Arrival Experience • Recommendation to others • Overall Satisfaction • Rating on experience Future Plans • Employment • Study Not a full list of questions

Terminology in University Questionnaire Terminology in Report

Enrolment/Academic registration Registration Understanding how my program of study would work Study sense University orientation University orientation Meeting academic staff Meeting staff Formal welcome at the university Formal welcome Making friends from other countries Other friends Making friends from this country Host friends Assistance to obtain health insurance Health insurance Introduction to the local area Local orientation Setting up a bank account Bank account Internet access at my accommodation Internet access Making friends from my home country Home friends The social activities (organised events) Social activities Welcome/pickup at airport, railway, coach station Welcome First night - getting to where I would stay First night Condition of accommodation on arrival Accommodation condition University accounts/finance department Finance Office Accommodation Office Accommodation Office

Terminology in Questionnaire Terminology in Report

The quality of lectures (UG & PGCW) Quality lectures

The subject area expertise of lecturers/supervisors Expert lecturers

The teaching ability of lecturers/supervisors Good teachers

The academic content of my program/studies Program content

The organisation and smooth running of the program (UG & PGCW) Program organisation

The level of research activity Research

Academic staff whose English I can understand Academics' English

Getting time from academic staff when I need it/ personal support with learning Learning support

Feedback on coursework/ formal written submissions Performance feedback

Explanation of marking/ assessment criteria Marking criteria

Fair and transparent assessment of my work Assessment

Terminology in Questionnaire Terminology in Report

Guidance in topic selection and refinement by my supervisor (PGCW & HDR) Topic selection**

Confidence about managing a research project as a result of my experience so far (HDR) Managing research**

Advice and guidance on long-term job opportunities and careers from academic staff Careers advice

Learning that will help me get a good job Employability

Opportunities for work experience/ work placements as a part of my studies Work experience

Studying with people from other cultures Multicultural

Help to improve my English language skills (if applicable) Language support

Opportunities to teach (HDR) Opportunities to teach**

The size of classes (UG & PGCW) Class size

Terminology in Questionnaire Terminology in Report

The quality of the lecture theatres and classrooms Learning spaces

The quality of laboratories (if applicable) Laboratories

The physical library facilities Physical library

The online library facilities (access to journals etc.) Online library

The learning technology (PCs, networking, etc) Technology

Virtual learning environment (Blackboard/WebCT/Weblearn/Stream/Moodle) Virtual learning

Access to suitable accommodation Accommodation access

The quality of accommodation Accommodation quality (excludes ‘living at home’/‘living with friends or relatives’)

The cost of accommodation Accommodation cost (excludes ‘living at home’/‘living with friends or relatives’)

The cost of living (food, drink, transport and social) Living cost

The opportunity to earn money while studying Earning money

The availability of financial support/bursaries etc. Financial support

Internet access at my accommodation Internet access

Terminology in Questionnaire Terminology in Report

Making friends from my home country Home friends

Making friends from this country Host friends

Making friends from other countries Other friends

Opportunities to experience the culture of this country Host culture

The sports facilities Sports facilities

The social facilities (common room etc.) Social facilities

The social activities (organised events) Social activities

Making good contacts for the future Good contacts

Terminology in Questionnaire Terminology in Report

Feeling safe and secure Safety

The surroundings outside the university Good place to be

Transport between university locations Transport links uni

The transport links to other places Transport links (other places)

The facilities for religious worship (quiet room/prayer room etc.) Worship facilities

Immigration and visa advice from the university Visa advice

The university’s eco-friendly attitude to the environment (e.g. recycling/energy etc.) Eco-friendly attitude

The design and quality of the campus buildings (what they look like, internal quality, functionality and beauty) Campus buildings

The quality of the external campus environment (landscaping, street furniture, littler, trees, bicycle parking, Campus environment signposting)

Terminology in Standard Questionnaire Terminology in University Questionnaire Terminology in Report

University accounts/finance department Finance Office (Fee Payment and Collection) Finance Office International Office International Office International Office Academic Language and Learning Unit Academic Language and Learning Unit IT and system support IT and system support IT Support Student Advisory Service The Advice Place The Advice Place Counselling Service Counselling Service Counselling Careers Advisory Service Careers Service Careers Service Chaplaincy or multi-faith provision Chaplaincy or multi-faith provision Faith Provision Accommodation Office Accommodation Services Accommodation Services Students' Union Students' Union (EUSA) Students' Union (EUSA) Health Centre Health Centre Health Centre Residential Assistants Residential Assistants Residential Assistants Graduate School** Graduate School** Graduate School** Campus eating places Campus eating places Catering University Clubs/Societies University Clubs/Societies Clubs/societies Disability Support Student Disability Service Student Disability Service Personal Tutors Personal Tutors Personal Tutors

In this report, a different calculation for satisfaction scores is used for Derived Importance slides compared with ranking or summary slides.

The summary slides are calculated as an average of institution percentages only for those institutions with a minimum base of 10 total respondents with a minimum of 5 responses for any question, the same calculation used for institutional summary reporting.

Derived Importance slides show the overall aggregated results for all institutions, all responses and is an overall percentage.

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